Time Delivery Call Center

David Wayne Bryan

***** ***** **** **** ******, CO 80138 v: 321-***-**** *******@*****.***

SUMMARY

Lead Project Manager (LPM)

** ***** ** ********** ** Private Sector

** ***** ** ********** ** Aerospace & Government

PROFILE

Candidate has significant experience and demonstrated expertise in the field of Information Technology as a Project Manager implementing solutions for strategic business technology initiatives. Candidate utilizes industry proven PM methodologies coupled with fact-driven data analysis to guide the Business (clients) and IT teams towards creating the best solutions, and managing any issues/risks/constraints. Candidate enjoys working with individuals and teams to generate positive results. Demonstrated strengths include:

Delivering Client’s Vision

Defect and Metric-Driven Data Analysis

Conceptualization / Organization / Influential Presentations

Program Manager / Lead Project Manager / Strategic Projects

Ability to Quickly Overcome Steep Learning Curves

Lifecycle Ops / Role Consolidation / Cycle Time Improvements

Business Plans, Contracts & Ops Documentation

Motivational Coaching & Counseling / Teaching & Teaching

Business Analysis & Process Reengineering

Supporting Re-orgs & Implementing Positive Cultural Change

Contracted by CGI to Manage Series of AT&T Special Projects

CGI / AT&T Lead PM - Temporary Svc Interruption (TSI) Automation Apr 21 to Nov 22

TSI project was the first step in a set of AT&T Portfolio Simplification initiatives to improve the customer / sales experience, reduce costs, and assist the business focus on fiber and wireless solutions that drive growth

The purpose of TSI process is to interrupt service and provide ABS clients a ‘last change opportunity ‘to respond to their need to move off legacy products that are targeted for discountenance and sunset as part of ABS Portfolio Simplification Program.

The LPM was responsible for creating the Product Scope Document (PSD) and defined epic requirements that were then translated into detailed requirements and US. Identifed impacted applications. HOM & detailed design estimates, managed budget, resources, project schedule, HLDs & US reviews, issues mgmt./resolution. And the overall project menegement and on-time delivery of the project.

CGI / AT&T Lead PM - LAN IP Address Migration (LIAM) Automation Apr 21 to Nov 22

LIAM is an AT&T Portfolio Simplification initiative to improve customer experience through ability to manage a new LAN IP migration capability for clients moving from Service A to new Service B. The ability to reuse existing LAN IP addressing allows migrating clients to eliminate LAN configuration changes of IP addressing and thereby, reducing AT&T ops tool keystrokes in conducting the LAN IP migrations will result in ops expense savings. LIAM automation reduced task time from 1+ hr down to 3-5 mins.

LPM responsible for project sizing, developing PSD and defining epic requirements that were then translated into detailed requirements and US. Identify impacted applications. HOM & detailed design estimates, managed budget, resources, project schedule, HLDs & US reviews, issues mgmt & resolution.

CGI / AT&T Lead PM - Service Migration Automation (SMA) Project Nov 21 to Nov 22

SMA is a Portfolio Simplification project. SMA project provides a solution for pain points in the Sales to Provisioning process that have existed for as long as most of us can remember. SMA will provide Sales users with ability to identify that a new sales opportunity site being added is part of a service migration. When the Sales user triggers the service migration action a new LAN migration indicator that will be displayed in DTAC tooling.

LPM responsible for project sizing, developing PSD and defining epic requirements that were then translated into detailed requirements and US. Identify impacted applications. HOM & Final Design Estimates, managing budget, resources, project schedule, HLDs, US reviews, issues management and resolution, etc.

CGI / AT&T Lead PM – AVPN Route Change Rollback Automation June 22 to Nov 22

Historical data analysis has shown that 25% of AVPN route change requests result in the need to back out of cutover events and implement emergency rollback measures. These rollback events are mostly due to client not ready (CNR) situations that require backout until client IT personnel can resolve issues and reschedule. AVPN rollback issues will become compounded by year-over-year migration planning activities for moving clients from AVPN TDM to AVPN Ethernet service.

LPM responsible for project sizing, developing PSD and defining epic requirements. Identify impacted apps. Negotiate cost. Managing resources, and delivering project on-time completion & within budget.

CGI / AT&T Lead PM - Flex Migration Automation (FMA) Project Feb 22 to Nov 22

FMA project defines a mechanism to migrate Legacy Switched Ethernet (fiber only) to AT&T Switched Ethernet on Demand (ASEoD) service. This initiative planned as part of the AT&T organizational objective to consolidate/streamline the product portfolios to reduce expenses by consolidating to a single platform and offer customers the best features and scalable service available in any market.

LPM responsible for project sizing, developing PSD and defining epic requirements. Identify impacted apps. Negotiate cost. Managing resources, and delivering project on-time completion & within budget.

OTHER EXPERIENCE

PALS Implementation Project Mgr. (Contract) June 18 to Apr 21

PALS, LLC ~ Jacksonville, FL

Oversight of operational readiness testing (ORT), regression testing, any resulting break/fix efforts.

Develop procedures, flow charts, protocols, and reports templates to standardize approach for PALS products test launch.

Triage/Prioritize defects and enhancement requests, then lead change management approach for slotting and scheduling fixes.

Work to minimize any scope variances and manage resolution of any in-flight change requests that may occur.

Gather/Utilize fact-driven data to analyze/measure process efficiencies and Identify/implement process improvement efforts.

Accountable for ensuring milestones & deliverables occur in accordance with target dates for launch and general availability.

Provide PALS executive management and key stakeholders with projects status and health.

Lead Project Mgr. (Contract) Aug 15 to Jun 18

AT&T Worldwide Client Services ~ Alpharetta, GA

IT-side PM liaison between Business & IT Dev orgs to plan/coordinate & deliver enterprise-wide global strategic initiatives ($7M+).

Provided oversight & support to all project team participants. Built trusted relationships with affected departments/towers.

Dev teams/towers utilized Waterfall & Agile methodologies – often required a blended approach for fitting release windows.

Developed project plan(s) & WBS based on predetermined PMO release milestones and manage projects through to delivery.

Managed issues/risks and determined appropriate mitigation actions. If jeopardies arose, implemented corrective actions.

Primary client contact and representative for issues resolution on needs and timelines for technical solutions.

SME level understanding of business needs, processes, nomenclature and concepts to develop clear and thorough project plans.

Ensured daily stand-up calls, all required audit artifacts, scrum sessions, IST, BST, demos, milestones completed per schedule.

Prepared status reports and communicated changes to leadership & project team to ensure proper executions and/or escalations.

Coordinated & negotiated Initial Design Estimates (IDE), later Detailed Design Estimates (DDE) and CRs during project lifecycle.

Budget responsibilities. Tracked and reported project hours and expenses, as well as managing budgets/true-ups and audits.

Software Asset Mgmt. (SAM) Process Analyst (Contract) Nov 17 to Apr 18

Delta Air Lines contract to Datatrend Technologies, Inc. Minnetonka, MN

Contracted to Delta Air Lines for SAM rationalization and optimization efforts associated with implementation of Flexera.

SAM interface between Delta Air Lines IT orgs (Ops, EA, Product Owners, SMEs, Finance) to rationalize the development of optimization and remediation plans for SW requirements of new data center; resulting in a 25% reduction of SW budget.

Established method to track SW entitlement, deployment, rationalization, optimization, remediation efforts to identify saving and cost avoidance benefits.

Planned lifecycle needs for integration of new SAM Office by documenting best practices, building Level 1-4 process flows, RACIs, M&Ps, resource strategy, steady state job aids, SAM tool implementation (Flexera) and transition to lifecycle mgmt.

Startup Business Strategy Consultant (Contract) Jan 15 to Aug 15

PALS, LLC ~ Jacksonville, FL

Provided business ops planning services for PALS (People Assessment & Location Service), a new social media mobile app.

Created the business plan for PALS product dev/launch, e2e project plan, resource plan, and timelines for implementation.

Primary interface with PALS executive management/stakeholders to define product requirements and create high-level business processes, and vendor qualifications and agreements needed for outsourcing the development and startup ops support.

Defined the high-level requirements for branding, advertising and marketing strategies.

Led RFQ, vendor selection & defined roles on resource gaps of key personnel and outsourced resources for dev and ops support

Business Process & Systems Analyst (Contract) Jun 13 to Jan 15

iQuasar Contract to Comcast HQ ~ Philadelphia, PA

Collaborated with solutions architects, systems dev & ops stakeholders to implement Century, a new enterprise WFM system.

Agile methodology for releases required understanding of complex cross-organizational business requirements between new WFM and external systems interface changes needed to support workflow/product features for stories/sprints and BRD/SRD.

Responsible for creating End-User Content (EUC) documentation, job aids and training materials utilized by SD and SA teams.

Efforts resulted in developing EUC standards for level of content, styles &format adopted by other Comcast business services.

Provided executive overviews and reporting on project /program status throughout lifecycle.

Process Architect (Contract) Jan 13 to Jun 13

Dimension Data ~ Long Beach, CA

Short-term assignment for enterprise-wide processes & systems assessment to identify process differences/redundancies.

Documented as-is & desired state flows/business processes, user roles & handoffs (RACIs), systems interdependencies, etc.

Developed IA between Nippon Telephone & Telegraph America (NTTA) and vendors providing op support services.

Responsible for developing decision tree pf cross team responsibilities & escalation path for DR processes & validating handoffs.

Led sessions to align and/or develop desk level procedures and desired state process flows for Service Delivery/Assurance.

Performed ORT and training of users on process and tools used to order products and/or services.

Regularly conducted readouts to leadership team to report on cross-project status.

Lead Project Mgr. (Contract) Nov 11 to Jan 13

AT&T Worldwide Client Services ~ Tampa, FL

Supported all aspects of global implementation and lifecycle improvements of enterprise-wide WFM for emerging services.

Managed project scope, develop project plan, and implementation of enterprise-wide, strategic web-based WFM application.

Supported all phases of the engagement lifecycle (i.e., planning, execution, reporting, go/no-go, implementation.

Utilized Agile, Waterfall or Blended project methodologies depending on flexibility and practices of development teams involved.

Responsible for managing budget, resources, overall program and individual contributor project deliverables.

Healthcare Business Process Architect Consultant (Contract) Mar 11 to Nov 11

Meridian Healthcare Services ~ Richmond, VA

Core team member on a process and systems re-engineering effort for Florida-based healthcare provider merging networks & operational support systems for multiple hospitals, diagnostics service centers & physician office services.

Performed needs assessment & business case development to consolidate call centers & eliminate variations in service ops.

Proposed project management approach to support multiple (4) help desk consolidation into a single, unified call center.

Defined feasibility study for integrating four separate contact centers into a centralized corporate contact center model.

Additional objectives to explore ways to enhance customer experience, improve service delivery, and enable customer growth.

Sr. Global Business Process Engineer (Contract) Nov 06 to Mar 11

AT&T Worldwide Client Services ~ Tampa, FL

Project lead for functional business process, workflow improvements & strategic tools for global VPN managed services teams.

Performed analysis and evaluation of financial benefits and impacts to business processes/systems workflow.

Utilized ITIL best practices, defined project scope, developed project plan, managed implementation of enterprise-wide strategic web-based workflow mgmt system (quote to cash) & functional business processes that support service delivery ops teams, strategic suppliers/vendors. Support from concept, design, development, IST, JST, ORT, UAT, CI, and GA.

Responsible for managing budget, resources and project deliverables. Created end user documentation and training.

HSPD-12 Project Mgr. (Contract) Jan 06 to Nov 06

Space Gateway Support (SGS) / Kennedy Space Center (KSC) ~ Merritt Island, FL

Special project supporting NASA’s mandate regarding Homeland Security Presidential Directive #12 (HSPD-12) that changes NASA network security by implementing three-factor authentication for mission critical systems access via new NASA Account Management System (NAMS).

Developed Master Project Schedule, Center Implementation Plan, Application Requirements Document, Systems Requirement Specifications, Change Mgmt Plan, & Training material for migration of NASA IT desktop & server environments per FIPS 199.

Used CMM framework for managing artifacts and all levels of aforementioned project documentation.

Transformation Mgr. (Contract) May 99 to Jan 06

AT&T Solutions (ATTS) ~ Bridgewater, NJ

For large, complex outsourcing deals supporting U.S. & Global clients: Regularly tasked with rapid engagement to learn client’s systems/processes in order to overlay AT&T processes/tools to assume mgmt. of client voice & data networks across multiple industry groups (Automotive, Banking & Credit Card, Healthcare, Insurance, etc.).

SME & mentor in implementation of order-to-cash process and SW system during transition/transformation to lifecycle mgmt.

Developed business case & cost/benefits analysis used to support transition/transformation strategy of voice/data services.

Client interface responsible to develop implementation solutions, business processes & documentation for new CRM system.

Client Outsourcing Process Implementation Mgr. (Contract) Jan 96 to May 99

AT&T Solutions (ATTS) ~ Raleigh-Durham, NC

Leadership team member responsible for developing ATTS core processes for new Global Client Solution Center (GCSC).

Documented as-is or current-state and desired-state business operations process flows to identify areas where ATT provided value-added improvements that resulted in tangible and intangible benefits to clients.

Developed project plans and client transition operations communications/plans detailing changes.

Established internal controls (KPIs) and business processes that adhered to financial and operational contractual objectives.

Facilitated LCM team and client meetings to educate both in systems architecture and process changes.

Sr. Engineering Analyst / Technical Editor Jun 90 to Jan 96

Rockwell International – Cape Canaveral, FL

Repair Certification Procedures for avionic & mechanical flight hardware maintained at NASA Space Shuttle Logistics Depot (NSLD).

Facilitated review/approval meetings between Rockwell and NASA through for final approval/release of processes and procedures.

Sr. Engineering Project Mgr. Jan 88 to Jun 90

EG&G contract to Lockheed Space Operations Corp. – Kennedy Space Center, FL

Launch Complex (LC-39A) Reactivation: Assumed management of 35-man technician workforce performing upgrades of LC-39A Environmental Control System (ECS). Project was 90+ days behind schedule. Reworked tasks & timelines on 30/60/90% schedule and project plan to manage priority/secondary work of technicians in mechanical and electrical mods to HVAC systems on LC-39A.

Lead Technical Liaison Jan 86 to Dec 87

United Technologies Corp. – Chemical Systems Division (CSD) – Cape Canaveral AFS, FL

Developed USAF approved procedures for Titan (T-34D) rockets carrying top-secret US Government payloads.

Facilitated review/approval meetings between CSD, Martin-Marietta, USAF Safety through review cycles & final approval/release.

Sr. Technical Analyst Apr 78 to Dec 85

United Technologies Corp. – United Space Boosters, Inc. (USBI) – Kennedy Space Center, FL

Developed assembly & refurbishment manuals, and the operational maintenance instructions manuals, to support build-up of “new”solid rocket boosters (SRBs) and rework 'spent' SRBs after launch & retrieval.

Contributing member to NASA’s Process Improvement Team (PIT) and responsible with examining end-to-end program management associated with Space Shuttle flight build processes to implement improvements on Shuttle missions.

EDUCATION / CERTIFICATIONS

University of Florida – Bachelors of Science Mechanical Engineering (BScME)

Certification – Project Management Professional (PMP)

Certification – Six Sigma Black Belt (SSBB) / DMAIC / SIPOC

TECHNICAL SKILLS

MS Windows OS and MS Office Suite: Excel / Outlook / PowerPoint / Publisher / Word / Lync / SharePoint / OneDrive / Office 365

Apple/Mac: Sierra, Catalina

PM Tools: MS Project / Project Scheduler / Enterprise 1 / PRISM

SW Development Methodologies: Agile / Waterfall / Blended (Waterfall-Agile)

Process & Systems Flowcharting: ABC Flowcharter / iGrafix / Visio

Working Knowledge of: ADOPT / AVPN / AWS / BP3 / Clarify / Century / Cloud / Cognos / CRM / Crystal / CSU-DSU / Data Conversion / DMaaP / Data Migration / Documentum / DSS / E911 / ECM / ePro / EEDR / EVPN / Flexera / Firewall / FR / FTP / GIOM / HTML / Infovista / IP Routes & Protocols / InVision / Mobile Apps / ISDN / LAN / Lucid / Miro / Minitab / PaaS / PALS / Peoplesoft / Peregrine / Portal / P8 / SaaS / Salesforce / Service/Now / SharePoint / SingleView / SIP / SQL / Switch / Oracle / Rally / Rational Rose / RCF / Remedy / ReqPro / Routers / TotalControl / UNIX / USRP / Vantive /VoIP / VPN / WAN / WFM / Workday / WorkBench / XML

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